Home Security of America, Inc.

This company convinces customers to sign up for monthly payments, with which they incorporate automatic renewal into the contract. While that alone is understandable, as many companies have similar policies, the difference with this company is that they do not allow cancellation after 30 days BEFORE the automatic renewal is to occur, and they are not upfront about the policy but rather have it within the fine print off the contract. While possibly technically legal, this is very deceptive and deceitful. Furthermore, after calling to cancel my contract after selling my home, I was required to hold several times for extended time periods, one of which I was placed on hold for over an hour, and I failed to ever actually be helped. After several failed call attempts, I contacted them via email on their website. They guaranteed a 48-hour response time, but I did not hear back for 6 days. Additionally, their website allows customers to view and renew their contracts, but has no option for cancelling them. It seems as if this company does all in their power to make cancelling the automatic renewal inconvenient, and, thereby, charge consumers indefinitely for services they no longer want. Customers deserve to be advised of the deceptive practices of this company and take that into consideration before entering into a contract with them.

They barely cover any of the charges and don't speak directly to the companies involved. So if you have an emergency at 9pm, they will alert a company (who won't reply), then another one (who won't reply), until you end up calling someone yourself.
Also, I have called them around 5-6 times and my average hold time is about 45 minutes.
I had their warranty when my furnace broke down and they covered about 20% of the total cost. Don't waste your money on this warranty.

The company they sent out said they denied my claim but their website says it was approved and I would need to call them after waiting for 41 mins someone answered and then disconnected the call with out speaking

I have a repugnant smell when the heat is on. Called HSA and promptly had a service technician from Thermal Tech the next day. However, the technician walked in the door unaware of what he was there for asking: "you have no heat?" I explained my problem and other signs that could be related to the issue such as: greasy substance on my wall and overheat in the upper level. He looked at the 2 heating units and asked me which one controls what floor and got upset when I told him I had no idea and he is better fit to determine that...long bad experience short, the guy told me he has:" never seen such smelling issue and couldn't walk inside the duct to find the problem." While I planned on calling HSA to report the unprofessional service that I received, I got a call from the claim department denying the "duct service" that I needed to fix my problems and there was no issue in the lower level unit. That's when I tried to explain to HSA my experience and provide feedback on what the technician reported. (Again, the guy didn't even find out which unit controlled what floor. How did he report there wasn't any issue in the lower level?) Shockingly and literally, the woman from HSA told me that she takes the technician's word and doesn't care about what I have to say about the service that I received. The only issue that was easy for the technician to find, since he was lazy and didn't diagnose the issueI have a repugnant smell when the heat is on. [redacted] While I planned on calling HSA to report the unprofessional service that I received, I got a call from the claim department denying the "duct service" that I needed to fix my problems and there was no issue in the lower level unit. That's when I tried to explain to HSA my experience and provide feedback on what the technician reported. (Again, the guy didn't even find out which unit controlled what floor. How did he report there wasn't any issue in the lower level.) Shockingly and literally, the woman from HSA told me that she takes the technician's word and doesn't care about what I have to say about the service that I received., was a burnt part in the heating board. That us something that HSA should cover, but did not. HSA's doesn't care at all about its customers and seems to use the crapiest providers.

HSA was paid at the time of my home purchase to provide a one-year Home Warranty. March 18th, my washing machine stopped working and I followed procedures through HSA. It took over 2 weeks and almost 5 hours of my time (mostly on hold) to finally get an answer as to what the authorization department would provide to replace it. I was repeatedly told there was no way for me to talk directly to the Authorization department -that they didn't have a phone-and that they could contact me--never happened. They were going through a system up-date and somehow my info got lost (3 times!) in the process. Finally, one employee went to bat for me and got me a verbal approval. Not trusting that, I then waited days to get the approval in writing and then had to request a description of exactly what would be covered (machine, hoses, etc.--still don't have that!) Based on the amount provided, I purchased a new washer and submitted my claim April 17th and again on April 25th when I had to again contact them and found they were unable to open one of the attachments (why didn't they just contact me and tell me that?). I called again on April 28 or 29 to find out when I would receive payment as the bill had come for the washer and I am not in a position to cash flow the purchase. I was told it would be mailed May 2nd. I returned from vacation May 9th to find no check. It is now May 12th. On May 11th, I called again--another 45 minutes on the phone. I was told that my claim was "sitting in a bin waiting for enough to be there to mail (yes, snail mail!) to the location that pays the claim". I finally talked to a supervisor and explained the bill is due and I don't have the funds to cash flow it. Rachel [redacted], this supervisor assured me she would expedite getting the claim through to the payment office and would call me back before end of day. No phone call. She also said once it arrived at the payment office it could take up to 12 days for them to process the check. I admit at this point I was in tears. HSA has put me in a terrible financial position by not following through and I am frustrated to only a thread of patience. I called this morning, May 12th--I asked to speak with Rachel or her supervisor. Rachel wasn't in yet. After going through the series of people who kept putting me on hold "to check" (another 30 minutes on the phone), I was told my claim had been sent to the payment office--I'm assuming it was snail mailed--ridiculous in this day and age! When I asked how long it would take to receive my reimbursement I was told "as long as it takes"! At this point I asked for the name and email of the head of the Authorization Department hoping to find out how to facilitate this process any faster AND to make sure he knew that their system is severely flawed to provide even a minimum level of customer service. I was told his name was Nick and that they couldn't give me his email because he had to approve use of his last name.
As I hope you can glean--this has been an extremely disappointing, frustrating, and time-consuming process all to use a service that was pre-paid and supposed to give me a feeling of security as I purchased my new home.
I am in total disbelief that the systems in this company are so archaic and unresponsive to their customers. I have to admit, that my experience causes me to pause and wonder if this tactic of constant delay and lack of communication is a direct strategy to frustrate customers to the point of giving up so HSA does not have to pay the claim!
As a ServiceMaster company and under the vision and mission of Service Master with their stated commitment to customer service, I find this entire experience to be not only disheartening, but constitutes moral fraud. It is not appropriate or honest to claim to be something to customers that your subsidiaries are not actualizing. This is the 2nd Service Master subsidiary I have dealt with during this move--the there one was Merry Maids--that have provided horrible service and cost me a heavy investment of my time.
The really, really sad part of this entire situation for me is that now my dryer isn't working. I don't know if I have 3 months to try to manage having it replaced. Hmmm...perhaps that was HSA's point of this?

First of all their customer service is VERY VERY poor. Extremely long hold times, claims of technical issues, false promises. I have owned our home for 2 yrs and the warranty came with the property for the first 2 years. I called to attempt to renew after attempting to do so online as a letter mailed to me instructed. Was not able to do anything on their website, was forced to call. Was told system was being updated and they took my payment info. I monitored my bank acct no withdrawals so I called again, same thing, called a total of 5 times from 03/28/16-04/22/16. Then had to call again when a new contract came in the mail for $200 more then what was originally agreed on. Rep states that there was an error and customers accts were credited $199 to reflect this. Company has failed to simply update my address, billing info and due to an error on their end will be charging me $56+ monthly rather then the $40 agreed upon. Regardless if this is just for 7 months rather then 12, it was not agreed to by me....the customer. I am very disappointed with this company and fear ever having to file an actual claim due to their incompetence with the simple requests of renewing my warranty. I am forced to continue this contract as apparently I can not cancel. I will NOT be renewing next year And will NOT recommend them to anyone!!!! Issue after issues after issue!!!!!!!!!

Review: Will not respond to my requests to provide explanation or documentatation. HSA is paying a claim at less than they originally quoted.

HSA was contacted 7/27/13 regarding a leak in our wall. They arranged for their preferred vendor to come to our home so they could provide an estimate for the work and determine eligibility for coverage. The vendor arrived to our home, conducted a quick assessment, and then spoke with HSA regarding the scope of work. We then received a verbal authorization for the work to be done. We were advised that HSA would cover the demo work needed to remove the wall and then replace the plumbing. We were further advised that if access was needed (ie: HVAC had to be removed to replace stack) we would be responsible for covering that cost. We were also told that the warranty agreement only covers the wall repair to a rough finish meaning we would incur out of pocket costs for painting.

The vendor arrived at our home and proceeded to make two-holes in/around a closet that was believed to hold the plumbing. After 2-holes were made, the vendor stated he didn't feel comfortable making more and thought the plumbing was actually located behind a different wall and that this was out of his scope. He thought we should obtain the opinion of a general contractor before proceeding further as he had concerns the wall might be load bearing. This was reported back to HSA and per their guidance and the guidance of the plumbing vendor, we arranged for a general contractor to come to our home. Upon arrival the contractor, Ladd Suydam, confirmed the wall was not load bearing and provided an estimate for the work to be completed. At that point the quote was submitted to HSA and authorization was provided for the vendor to complete the work. However, HSA refused to cover the full cost of demo and plumbing repair as they had agreed to do previously and instead offered to provide an allowance of $200 for the demo needed to access and repair the stack and $500 to patch the access points. This was communicated via an email letter sent 8/14/13.

Since that time, I have attempted to obtain more information and clarification about how they arrived at the amount of allowance they would cover. My attempts have been unsuccessful though as via the phone I would sit on hold for extended periods of time, often 30-45 minutes, only to discover that the service rep was unable to help me and that someone would call me back; however, no one would call back. I was even supposedly sent to the voicemail of the [redacted] and yet no call back was received. There were times that info was provided by a service rep but it was inconsistent or referenced old information. Finally, I was able to obtain the email for a supervisor, [redacted] Lux. I have attempted to resolve the matter with her via email but again I'm not receiving the information needed to better understand how the allowance amount was determined. The information I am receiving is unclear, inconsistent, and/or incomplete.

Finally on 9/23, I expressed to [redacted] that I was growing inpatient and requested my case be escalated to a manager who could better assist me. On 9/24, [redacted] responded and provided me the email to [redacted]. I promptly reached out to him only to be notified by [redacted] that he was actually out of the office sick and didn't know when he would be returning. As of 10/8/13, I have not received any communication from [redacted] or any other member of management for HSA.

At this point, I'm less than satisfied with the customer service (or lack thereof) I have received from HSA. Their lack of responsiveness gives me the impression that they are intentionally ignoring my requests so that they won't have to provide an explanation or deal with any dispute I may make regarding the allowance amount. In addition, I have the impression that they utilize preferred vendors who provide lower than normal estimates that they are then using to base allowance detDesired Settlement: First, I'd like to receive information that allows me to understand how the allowance amount they determined they would pay was figured. Since no one will return my call/email as I have requested multiple times, I'm without the information needed to understand their process and therefore provide any necessary rebuttal information should I feel the justification is lacking details that impact the outcome.

Furthermore, I am requesting that HSA stick to the initial authorization provided in tha

Business

Response:

According to the technician, there is more that is required for these accessing claims than just the standard wall repair due to EPA laws for lead base paint and asbestos. Building a room barrier, laying plastic on the floor and covering for the asbestos were needed before repairs to the wall could take place. HSA covers for standard dry wall repair to a rough finish (does not include texturizing or painting), so HSA would cover $200 towards the $684.38 accessing claim. HSA would cover $500 towards the$1980 accessing claim, due to more required to fit EPA laws, some work with the stress cracks and also putting to a finished condition. As stated before, HSA covers only for standard accessing to a rough finish.

Business

Response:

HSA will be mailing the new check today.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Cooling came out they were supposed to order a thermostats and come back and install it and thWe filed a claim on our heat and air ache s heating and

Thermostate was never installed by zach was heating and cooling and we paid a 100 dollors the day they came out and our repairs were never done I spoke with hsa on two different occasions and sent copies of check and receipt showing money paid to aches and what we paid for new thermostate and installed ourself and I was told I would be reimbursed my 100 dollors plus cost of thermostate and as of 4-2-2015 I have not received it yet and am tired of calling them and being told I would get last person I talk to was a supervisor names [redacted] I believe was her ne and shoe told. MeDesired Settlement: I have spoke to hsa on two differnt occasion about being reimburse the 100.00 dollors that was paid to [redacted] and the money for the thermostate we ended up

Purchasing our self and installing since [redacted] never ordered one or came back to install one like they were supposed to do and have never contacted us and the last person I spoke to at hsa was a supervisor I believe named [redacted] and she told processed and send us a check and ales

Me to send copies bro a email address she gave me and I

Business

Response:

HSA is reimbursing the homeowner the $100 deductible and the check will be mailed out tomorrow, 4/3/15.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: in August of 2015 I renewed a home warranty with HSA. In November I had issues relating to the furnace in the home and contacted them immediately to have someone look at the furnace. I spent numerous phone calls contacting them for repair information and finally two weeks after the initial request they denied the coverage and stated the part was recalled by the manufacturer. The manufacturer (Carrier) replaced necessary parts on the recall. Carrier noted that the motor has bad bearings and stated it needs to be replaced or it will take the secondary furnace again. I contacted HSA again paid again for a service technican to come and look at the furnace. The technician noted that he could not look at the bearings on the bad motor because they are encased in the motor and it could not be taken apart. Noted that it was making noise. On December 29th I received a letter from HSA via email that my repair was approved. I did not hear from the contractor a week passed and I called the contractor to find out when they were coming for repair and I then got a message from HSA stating that is was not covered or would be repaired. I have requested a full refund for the remaining balance of my home warranty 8 months as I no longer want to continue coverage with them and they are refusing saying that they do not have to refund me.Desired Settlement: refund of 8 months of unused warranty

Business

Response:

After review of the customers heating claims HSA did deny coverage for the failure with the heat exchanger. The customers unit is a Carrier and the failure with the secondary heat exchanger is under a class action law suit due to manufacturers defected parts. The customer would need to contact Carrier at 1 -800 - Carrier for further assistance of what Carrier can offer the customer for resolution. Typically dud to certain models Carrier offers the customer a replacement model that they would have to purchase and then pay for the furnace and labor to install the new unit. The customer did have another failure with the unit, a draft induce motor that had failed due to normal wear and tear and HSA did approve for that repair but since the heat exchanger is non replaceable and the entire unit would need to be replaced, the customer may use the allowable approved amount to be reimbursed against the purchase of a new furnace thru Carrier.

HSA would need a copy of a paid receipt submitted to HSA in a PDF format in order to process refund in the amount of $ 418.00. Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have had problems with my stove and dishwasher. I called HSA and reported the problems. They sent A&E Factory service out to my home three times.They then sent [redacted] appliance out to my home. The stove gets so hot it sets off my smoke alarm. The oven will go up to 450 degrees when set at 350 degrees. The dishwasher will not always start unless you press the button 7 or 8 times. The dishwasher does not get the dishes clean. The glasses have lip stains on them and the bowls still have grease on them.Desired Settlement: They have had A&E out three times to replace the thermostat on my stove . He had to order the part the first time and then come back to replace it. The dishwasher the handle was replaced. They replaced the spray arms. They told me it was my soap that I was using. I have used cascade for 30 years.I changed my soap to Finish like I was told. That did not work. I had a water softener installed before I called them to see if that would help my dishes, When A&E came out the again they said that the thermostat was bad again. They did nothing with the dishwasher the second time, just told me to change my soap. That did not work. I called for the third and they said they would send [redacted] out. They sent [redacted] from [redacted] out,he was told by HSA just to see if the appliances were working. The appliances do work, they just don't work properly. I talked to [redacted] about the problems I was having with both appliances. He told me he was going to recommend that they be replaced. I called HSA a couple days later and was told that [redacted] found no problems with the machines of the appliance and they were not going to do anything. They told [redacted] my warranty was done now anyway. I have given HSA several opportunities to fix my appliance. I believe they should stand by the service repair company they sent to my home and replace my appliances. I don't cook a lot and thats why I didn't notice the problem right away. The dishwasher I knew had a problem. I wanted to get my water softener installed first to see if it would help with the dishes. It did not. I should not have to have a stove that makes my smoke alarm go off when I use my oven.

Business

Response:

HSA will be contacting the customer to have the dishwasher replaced.

Review: At the time we purchased our home, the seller purchased a home warranty through HSA. We closed on our house on June 6, 2014. On June 29, 2014, I turned on the air conditioner only to discover that it was blowing hot air. I called HSA the next morning who told us to call Redeemed, which we did. Redeemed came on Monday, June 30, 2014. I called on Tuesday July 1, 2014, at which time the HSA agent called Redeemed to get the diagnosis. Since the technician did not give a complete diagnosis, I was told that the technician would be completing the diagnosis when he returned to the office that evening. On July 3, 2014, I received a denial via email from HSA stating that the air conditioning problem was "pre-existing" and hence not covered. My wife contacted the company on July 4, 2014, and was told that the technician claimed I had told him that the air conditioner never worked, which is an out-and-out lie. The only thing we told the technician was that we had the seller purchase the home warranty to guarantee that everything would be in working order and if not, it would not be a burden on us.Desired Settlement: I would like our air conditioner to be repaired or if not able to be repaired to be replaced. If company is not going to honor repairs, I want my $75 deductible to be reimbursed.

Business

Response:

If the homeowner is able to provide the complete home inspection on why the unit was not tested or documentation that the air conditioning unit was in proper working order at the time of closing, HSA will be happy to review this claim.

Review: HSA warranty has been paid faithfully by me via automated drafts. Recently in June of this year there was a blocked drain in my sink. I called the plumber to fix it because the leakage was draining on to my hard wood floors. It was discovered that the blockage was further down into my basement which required extensive work. It was completed with a charge of $395.00. After I informed HSA, they then called the company which confirmed the work and payment. I received notice that the going rate was $310. I never heard anything else as it takes 21 days for reimbursement. After that specified time, I called HSA. Despite speaking to the staff and the owner, they reported they had no record that I paid for the services. Again another call was made to determine the amount I paid. I then did a follow-up and spoke to [redacted] on August 19th. At that time the paid invoice was emailed to that representative. Fast forward to September 11th. I called yet again and spoke to Mr. [redacted] who reports that the email was not received. I was sent a copy of the email with the attachment documenting receipt of the invoice. He proceeds to call the plumbing company again asking for the price. Mr. [redacted] said that it would have cost $200 had it not been so deep. Mr. [redacted] now wants to offer me $200. The scheme is to continue to call the company repeatedly until they can get a lower price despite it not applying to my particular situation as Mr. [redacted] said. Now its been since July and I'm no closer in getting my claim and if I do, it will be $110 dollars less than what was originally documented in a letter from HSA.Desired Settlement: I would like to have my $310 sent to me immediately. I would also like to end my contract with them immediately. I will not renew and that would settle it. I will also not refer any of my colleagues or any other hospital staff to this company.

Business

Response:

The charges for routing from the roof vent pipe and installing a clean out in the basement are not covered under the HSA contract. HSA covered to route the line once the clean out was installed and HSA has issued a refund check for $200.00 that was mailed out on 9/19/14.

Business

Response:

HSA has reimbursed the homeowner the approvable costs per the terms and conditions of the contract and the $200 is that approvable amount. The amount the homeowner is asking for is the estimated retail cost not the actual cost of the repair.

Consumer

Response:

Review: This company was called on November 4th to repair a dishwasher. I currently have a warranty policy with this company to provide service repairs to my appliances. It took them a week to get someone out to even look at it. The repair tech said he would order the parts and it would take a couple of days. It has been a week and still no call from their service company. I have talked with the customer service depart and their escalation department and still not repair guy.Desired Settlement: I would like either the dishwasher be repaired or replaced.

Business

Response:

HSA is currently reviewing the claim to determine if the unit is repairable or needed to be replaced. Once HSA receives the cost comparison, the homeowner will be contacted.

Review: For more than a month now, I have been attempting to have my dishwasher repaired. I have been getting the runaround from HSA. Throughout this process they have been consistently unresponsive, to myself and the service provider attempting the repair.

HSA has consistently been unresponsive to myself and the service provider. I have spend in excess of 25 hours on the phone (mostly due to the absurd 45min-1hour hold times). I have been mysteriously disconnected when speaking to a customer service representative (after said hour hold time) on 3 different occasions, with no return phone call.

I filed the original claim on 2/13/15.

HSA indicated that they dispatched [redacted] for the repair and I would be contacted within 3-4 hours. 24 hours go by and I not contacted. I call [redacted] and they indicate they never received a repair order.

2/14 - I call HSA back, wait on hold for an 75 minutes. They dispatch a new service provider, [redacted].

2/23 - [redacted] visits for repair. Technical replaced a blown fuse and indicated that it will most likely blow again. If it does, it will require substantial parts and labor to replace many components.

2/26 - the fuse blows again. I call HSA back, wait 80 minutes. They say they will contact the service provider.

3/3 - I receive a call from HSA indicating they have decided to replace the unit as it would be more expensive than repairing. They ask for the model/serial# of the dishwasher. I send them this information via email on 3/3, which is acknowledged via email reply on 3/4.

Many days pass with no word.

3/10 - I call HSA, wait 65 minutes. Speak with an CSR who indicates that No, they are not going to replace the unit. They are going to repair it. I am subsequently disconnected with no return call. I call back, wait 60 minutes. Speak to supervisor who indicates that they will only order 1 of the 3 major components the technician recommended. If that does not work, they will continue to the second component, and so on. Each part take 5-7 business days to arrive when ordered. I am unsatisfied with this route. I speak to a supervisor who says that he will contact the service provider and call me back with "buyout" information. He does not return a call.

3/11 - I call HSA, wait 50 minutes. CSR indicates that they need information from service provider still. Speak to another supervisor ([redacted]). He promises to get the information and call me back. Never calls back.

3/12 - I call HSA, wait 45 minutes. CSR indicates that they will only allow $250 for the "buyout" option, which is only part#1 of 3. I say that is unacceptable, but they insist I have no other recourse. I accept and tell them to order the parts and repair as soon as possible. They say parts will be shipped to service provider and they will contact me to schedule repair.

Many days pass. No call from service provider. I contact [redacted] (no wait time), who indicate that they are waiting on the parts from HSA.

3/17 - I call HSA, wait 50 minutes. CSR puts me on hold for an additional 15 minutes. When he returns he says that they needed the part #s. Indicates that NOW he has sent the part #s over to another dept to be ordered.

All of this is compounded by the fact that my dishwasher is still not repaired, and by all evidence thus far, will not be for at least 2 months, if at all.Desired Settlement: I am replacement of my unit and reimbursement of my monthly fees, as I have received no benefit from them whatsoever and feel that HSA has acted in bad faith in regards to this repair.

Business

Response:

HSA apologizes for the long hold times and the inconvenience to the homeowner. HSA is refunding the homeowner the $75 deductible as a customer service gesture for the delay with this claim. The parts were ordered on 3/17/15 and were delivered to the vendor 3/19. If the vendor has not contacted the homeowner, the homeowner can call them to schedule the repair.

Review: I have filed numerous claims with HSA as my new home is experiencing multiple issues, all of which should be covered under the home warranty, which was a major reason I selected the home that I did. My first call to HSA was for two reasons- my garage door opener had broken and my freezer wouldn't stop making ice. When the garage door repairman came to my house, he refused to work on the opener because my garage door didn't have "eyes." He did, however, collect my $75 co-pay without providing any type of service. I called HSA to voice my dissatisfaction, to which they responded that my garage door would be covered because they do not require the "eyes" on the door any more. That was over a month ago. My door is still broken. On the same day, a man came to fix the refrigerator. It was making terrible noise and the ice maker needed to be emptied every day because it wouldn't stop making ice. He replaced something in the freezer to keep the ice machine from overflowing and melted my drain. He also collected $75 from me, and to this day I'm still emptying the ice maker daily because it will not stop making ice.

Several weeks ago I called HSA because our shower wasn't draining and I noticed a ton of water in my garage. The plumber came to the house and snaked the drain. He proceeded to tell me there was an issue under the garage floor and that it would need to be excavated so they could replace the drain pipe. I told him I had HSA and my contract stated that the issue would be covered (I read it very carefully) to which he responded, "They won't cover it- there's no way." The plumber quoted me nearly $1600 to do the work and refused to report the issue to HSA. Therefore, I called that afternoon to report the issue. The representative said he would call the plumber and get back to me. I have yet to receive a phone call and it's been two weeks.

Now, the heating element on my oven has burned up, which I believe is covered by HSA, but I'm hesitant to call and report the issue because I'm going to pay $75 and experience tells me that somehow they will find a way out of helping me either by claiming my issue isn't covered or by simply ignoring me. I'm not sure why every service person who has been sent to my house refuses to work with HSA after the initial visit, but it was my understanding the warranty was there to help out with these issues.Desired Settlement: I would like my garage door fixed, I would like my refrigerator repaired again, I would like to know that my drainage issue is covered per my warranty contract and I'd like to know that if I put out another $75 co-pay for the oven that the work will actually be complete.

Business

Response:

HSA has replaced the ice maker as the homeowner was not advised correctly about the ice maker having coverage. The garage door claim was denied to the failures were that the remotes needed to be reprogrammed. This is not covered under the HSA base contract. In order the remotes have potential coverage, the 7 star would need be purchased. The plumbing was already approved.

Review: HSA Home Warranty has failed to provide responsible service and repairs for items covered in the home warranty agreement.

On 06/13/2015 a claim for service was filed with HSA Home Warranty for needed repairs to my family's HVAC Unit (Air Conditioning). HSA advised that the claim would be forwarded to one of their authorized repair centers, however, nearly 24 hours later no one called to provide the service and we were left having to utilize our own contractor to provide a diagnosis and an estimate of the repairs. This is the second occasion in which an HSA authorized repair provider has failed to respond to a call for service at our residence. The first time leaving us with a broken furnace in temperatures well below 0.

The estimate for the repairs from our service provider was uploaded to HSA's website on 06/14/2015 and contact was made with them to initiate the repair process. Once again HSA recommended the same repair center that failed to provide service for previous repairs. Once we advised HSA that we would not utilize this service provider the company recommended a second sub-standard installation company. This is evident by the horrible consumer reviews left online regarding the service provider.

The diagnosis for our repairs is the replacement of our air conditioning unit due to a failed condenser motor that is actually blowing the breakers inside our residence. This creates a risk of electrical hazards and fire. A comparable unit was suggested for installation by our service provider at an installation cost well below the national and local average.

HSA clearly states in their contract that individuals are permitted to use their own service providers and our provider has clearly presented documentation for the repairs and the costs associated with those repairs. All of these are in line with quotes from other service providers in the area. While HSA's sub-standard installers are providing erroneous estimates of low quality poor grade equipment and concernedly low installation costs without even seeing the job or the residence. However, they clearly advise that if there are any situations encountered during the HVAC install that go beyond any anticipated labor that I will be responsible for these open ended repair costs.

HSA's contract clearly tells the consumer they can use their own contractor for repairs without any further specific details of this process. However they then advise that consumer HSA will only pay for sub-standard equipment for they type of residence inhabited and reimburse a labor rate that is well below anything quoted by a qualified reputable technician. This seems unethical and a shocking awful business practice.

Plus if my family chooses to utilize our own service provider HSA will not provide any reimbursement for the repairs until 21 days after the work is completed. Even though they have been provided our licensed contractor's contact information and estimates. So not only will they pay a mere pennies on the dollar for the necessary repairs. They will also force my family to front all of the money that HSA promises homeowners their company will be responsible for.

The contract utilized by HSA is ambiguous at best and intentionally misleads the consumer by omitting key details of how transactions with the company will occur and other specific details such as they will only install brands and models they carry, even if they are not comparable to equipment currently inside your home. The result of these omissions in the service contract will result in thousands of dollars of out of pockets expenses for my family and I'm certain other families who have purchased an HSA home warranty.

At the current time my family is stuck sleeping in the basement to avoid temperatures in the 90's with nearly 90% humidity, while trying to resolve this issue with HSA Home Warranty. For 4 hours of this time on 06/15/2015 we have been left on hold attemptinDesired Settlement: I request that HSA Home Warranty pays for the repairs as quoted by the licensed contractor who came out to our residence and conducted an assessment and diagnosis of the problem. This contractor is reputable and knowledgeable in his field and possesses years of experience. Whereas the suggested contractors HSA has recommended are far from reputable in the service area.

The total cost of these repairs is $3,500. This estimate was provided to their business on 06/14/15 and all of our contrac

Business

Response:

HSA is reviewing this claim and will contact the homeowner with status.

Review: HSA Home Warranty Company representative called our location on 7-20-15 ([redacted] ) to have us go out to diagnose why the customer ([redacted] ) air conditioning system is not working. When our technician arrived, the technician started diagnosing the issue while answering the customer's questions. The technician said the homeowner will be responsible for the service charge of $99.00 and the homeowner stopped the tech from pursing further. The customer said he pays the home warranty company and not us & neither HSA or the homeowner paid us for our visit. HSA is responsible for calling our company to go out to service a customer's home and pay for the technician's time. I spoke to 3 representatives about the issue and all 3 where not professional in handling the siutatuion, especially the supervisor whom just called me and threatened myself and the company if we didn't drop this issue. This is a unprofessional organization and they find any excuses to not pay there bills.Desired Settlement: I would like to have the service fee of $99 paid for the technicians time to diagnose the customer's air conditioning system.

Business

Response:

HSA does not have a contract under that homeowner's address. Perhaps, the service provider is mistaken in the home warranty company that warranted the property. HSA is Home Security of America, Inc.

Review: Our oven/microwave combo built into drywall went out. HSA offered the cheapest replacement they could find or the equivalent cash out amount, I was told they were sending me the information to review the dimensions before accepting because if they sent that oven and it didn't fit, there would be a large restocking fee. I reviewed what they sent, the oven was almost 27" deep. The wall the oven is in is only 27" deep and there are some drain pipes behind the oven from the bathroom upstairs. I talked to them again and advised the oven was too deep and I needed an oven that was 25" or less deep. They insisted that there wasn't one available so I either needed to accept the oven they were offering or take the cash out amount, they refused to find an oven that would fit. I found several ovens that would fit and provided the information to them. They still said they were standing by what they originally offered. I left a message on the supervisor line and have not received a call back.Desired Settlement: I want the full amount for the oven I have to find and replace on my own since they refuse to research for an oven that will fit the space I have.

Business

Response:

HSA did email the homeowner with the information they requested on 8/12/15 and followed the contract. Per the terms and conditions of the contract as stated on page 3, number 2. Customer Service: Unless specifically identified elsewhere in this contract, replacement shall be with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions, color or brand. The use of non original manufacturer “Component Parts”, including rebuilt or refurbished parts, is permitted in making repairs under this contract. We will use original manufacturer “Component Parts” when non-original manufacturer “Component Parts” are unavailable. HSA reserves the right to obtain additional opinions at our expense. HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost. The homeowner took the cash out option and has already paid out to the homeowner on 8/17/15.

Business

Response:

HSA's offer of $1353.36 would stand as per the terms and conditions of the contract, on page 3,section Customer Service: HSA is not responsible for matching dimensions, color or brand. The use of non original manufacturer “Component Parts”, including rebuilt or refurbished parts, is permitted in making repairs under this contract. We will use original manufacturer “Component Parts” when non-original manufacturer “Component Parts” are unavailable. HSA reserves the right to obtain additional opinions at our expense. HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost. HSA considers this matter closed.

Consumer

Response:

Review: I have reported two claims with this company in last couple months and on both occasions they did not have a service provider in a highly populated area like Boston. Their call center is awful, in the last 2 days alone I have spent more than 6 hours on hold trying to speak to someone. When someone picks up they don't have an answer and you get transferred and put on hold again.

1. I had a rook leak - they could not find a provider and left me to find a provider on my own which I am still trying to find even after more than a month.

2. My air conditioning broke down and I submitted an online claim the same day on 08/16. Online submission process told me to find a service provider on my own and the technician should call this company to get authorization of repair charges. I have been trying to call this company for last 2 days and have spent more than 6 hours trying to speak to someone. I finally found a service provider who agreed to take a look two days after the AC broke down in this 90 degree heat with 2 little kids. I cannot afford to have the technician on hold for an hour trying to get repair authorization from this company and pay him by the hour. This is absolutely ridiculous and not acceptable.

If this company does not have providers in the MA area then they should just refund my warranty money. Otherwise they need to start sending providers within one business day and deal with them directly about any pre-authorizations.

Their process discourages any claim activity. Why would I want to deal with all this non-sense.Desired Settlement: I am requesting a full refund on my warranty as they have not been able to find basic service providers like roof repair and AC repair technician and with a full time job of my own I do not have time to sit and wait on their phone line for hours to talk to somebody and get pre-authorization.

Business

Response:

HSA will contact the homeowner to obtain the vendor information and call them directly to get the diagnosis of the failure to determine coverage.

Review: have sent 2 emails to this company to cancel my service one on august the 5th and one august the 11th. this company still has not canceled my. service or refunded me the unauthorized charge on my credit card. I contacted customer service on august the 4th in refrence to canceling my service and they said I had to send a email to have it canceled which I did on august the 5th. on august 10th the company charged my credit card the monthly fee even though I already told them I need to cancel before the fee is charged. on august 10th I spent over 30 minutes on hold and then spoke a customer service rep named taquesha who said the same thing all others have said that I need to send a email because the cancellation dept does not accept phone calls. I told her I need a supervisor and after that she hung up the phone on me AGAIN.

Already filed one complaint and they claim I never emailed on august 5th. I already submitted a fax on august 11 with a email I sent on august 5th. I even spoke to a customer service rep who gave me the fax number. I will NOT provided another copy to this company they have on several occasions lied about this issue. (Desired Settlement: Refund my money effective august 5th. NO other resolution

Business

Response:

HSA would like to resolve the issue for the homeowner, however they need the address of the warranted property or contract number.

Consumer

Response: